Visitor
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5 Messages
Going on 24 hours of no service in downtown Memphis...
I bought into the whole "priority service", "world-class reliability" too...now I have been without service for 24+ hours and there is absolutely no denying this is residential rebundled with a jacked up price. The 'local' support team speaks clearly, clear enough for you to discern their frustration and disdain for the company they work for and for having to talk to you. I asked to be escalated and i have zero doubt that Laney has put the phone down, flipped me the bird and is playing solitaire.
Here is what i have learned that everyone should know...this is Comcast's world class service:
* No proactive notification of outage. They just hope you don't notice
* No notice of delays outside the projected outage window
* No access to information as to the root cause...for all i know it could be an access issue to my building. No way to know
* No direct access to the field tech. At one point I was told they couldn't escalate either but that was later retracted.
* Service restoration times are very fluid and seemingly arbitrary
I can safely speculate that someone has NOT been working on this for 24+ hours. I can say with certainty that any limitations as to access to information, equipment and other resources...whatever it is that is necessary to resolve this issue is self-inflicted by Comcast and done so not in the interest of the customer but some other competing, higher priority self-interest.
So what is the 24/7 you are paying for? That your business now depends on? Its 24/7 access to a powerless customer dis-service apparatus.
Here is what i have learned that everyone should know...this is Comcast's world class service:
* No proactive notification of outage. They just hope you don't notice
* No notice of delays outside the projected outage window
* No access to information as to the root cause...for all i know it could be an access issue to my building. No way to know
* No direct access to the field tech. At one point I was told they couldn't escalate either but that was later retracted.
* Service restoration times are very fluid and seemingly arbitrary
I can safely speculate that someone has NOT been working on this for 24+ hours. I can say with certainty that any limitations as to access to information, equipment and other resources...whatever it is that is necessary to resolve this issue is self-inflicted by Comcast and done so not in the interest of the customer but some other competing, higher priority self-interest.
So what is the 24/7 you are paying for? That your business now depends on? Its 24/7 access to a powerless customer dis-service apparatus.
tmittelstaedt
Problem solver
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326 Messages
9 years ago
You are correct, Comcast business service that is provided over copper lines is essentially identical to Residential service with one exception - you cannot order static IP addresses or subnets on Residential service.
Many times it is faster on a Comcast issue to have them dispatch a tech even if you know for a fact that it is not your equipment. Remember that the tech is (often) an outside contractor - if they are dispatched to your house, Comcast has to pay fhem. As a result trouble tickets that have dispatches attached are higher on the priority list.
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